Moneypenny case study – Lees Solicitors

20 November 2014

Joanna Kingston-Davies is chief executive of Merseyside’s Lees Solicitors with a two-fold role; sitting on the firm’s management board and heading up the Operations Team. Lees works across wide-ranging practice areas in both personal and business law, with 110 staff based in offices in Birkenhead, Heswall and West Kirby.

Joanna explains what prompted her decision to engage with telephone answering specialist Moneypenny and how the service is supporting both the firm’s day-to-day operation as well as on-going marketing campaigns.

“I had known about Moneypenny and the company’s strong reputation and profile within the legal sector for many years and I came to know Bernadette Bennett as we seemed to meet regularly on the law firm management circuit. It’s well known that I am a complete convert to business process outsourcing as a positive way to save time and cost while increasing efficiencies and customer service and I had been hearing consistently positive feedback about Moneypenny within the industry, even from some of the most notoriously tough commentators.

To support the reception desks in each of our three offices we had used a local overflow switchboard provider previously, but our business was growing and our needs were evolving so the time was right to look at an alternative solution that was more closely aligned with our requirements. We had reached a critical point where we were looking for an effective partnership in terms of ongoing sustainability and quality, tied in with the need to support work we had been doing internally around sales and process improvements. We knew the importance of being customer friendly to remain competitive in the legal marketplace and we had to be sure we never missed a call, especially when we were channelling significant energy and resources into marketing our services to generate new leads.

All roads were pointing to Moneypenny. We took advantage of the no-obligation trial and were immediately blown away by the quality of the service and the technology behind it. Their legal receptionists’ experience in taking care of customers and dealing with the range of calls coming in shone straight away and I can honestly say I have never had such an easy experience with a supplier in my 15 years in the sector.

Now Moneypenny takes overflow calls for us from 8am to 8pm Monday to Friday and picks up weekend calls 9-5 on a Saturday and 10-4 on Sundays. In the first month alone our Moneypenny Receptionist handled over 600 calls for us, rising to over 800 on average now.

We know we are not missing any business opportunities which is positively affecting our marketing spend ROI as well as the overall service we are delivering to clients. In addition, Moneypenny’s online call statistics and management reports are highly informative, helping us to monitor internal performance and KPIs.

It’s a great feeling having Moneypenny alongside us. They make life so much easier and uncomplicated. The service is a breath of fresh air, delivered with great skill, passion and enthusiasm from a calm, amazing environment. With their support we are optimising every opportunity and providing our clients with the best possible service. It’s a great business model that dovetails effortlessly with our in-house activity.”

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